Catch me at My Best II: Lost bag

"I caught Angelo at his/her best!

Angelo was amazing! On our first day, we went to Viejo San Juan. When the cab dropped us off, we realized that a bag was left behind. We spoke to Angelo who said he would try to catch the same cab driver. Angelo later called to say that he sad our bag! Amazing service! "

By El San Juan Hotel & Casino - Waldorf Astoria.

Catch me at my best!

Another way we use at Hilton to monitor our guests' satisfaction is the "Catch me at my best!" survey. It's a form that any guest or team member can use to nominate someone who went the extra mile or did something special.

This is one example from El San Juan Hotel & Casino - Waldorf Astoria:



"I caught Frances at his/her best!
Frances was very accommodating when I requested an upgrade. She was also very pleasant to work with. A couple of days later, I observed her when she encountered an extremely upset customer. I admire the way she handled herself professionally and calmly, even though the customer was particularly vocal. Frances is a 1st class lady!!!"

Go the extra mile

We found this nice sample of great service on TripAdvisor.
Here, the guest tells us about his great experience at El San Juan Hotel & Casino - Waldorf Astoria.

"I spent 8 days at the Hotel San Juan with my family and had the best time ever. The hotel is wonderful, beautiful inside and out and truly a glorious Puerto Rican Landmark. What really impressed me was the courteous and gracious attention I received from the staff;especially, Angelo Berrios.

Shall we clean... together??

Have you ever read the book "Fish"? It teaches how to make your work fun and make someone else's day.
What if you taught a guest how to make a bed like a professional, and have fun together doing so?

Generating close relationships

Hilton Mexico City Reforma, keeps sending us great service stories:

Estaba en una habitación del piso 23 haciendo la 2309 cuando llegaron los huéspedes el matrimonio empezó a platicar conmigo y su espesa me pregunto si tenia hijos y le dije que si, y le seguí la platica hasta que nos enteramos mutuamente de donde radicábamos. Ellos eran de Ecuador y habían venido por invitación de su hijo que les reservo en este hotel. La plática se volvió amena como si nos conociéramos de mucho tiempo, me enseño las fotos de su hijo y nietos en su casa de New York de su hija la más grande. Fue muy padre, cuando un huésped nos trata con tanta familiaridad.

by Antonia, housekeeper

The Lord of the Rings!

Elsa, a housekeeper from the Hilton Mexico City Reforma, started talking to a guest... who turned out to be a famous actor!

Hubo una ocasión que entre hacer la limpieza de una habitación, el huésped hablaba inglés y al contestarle en ingles se sorprendió y empezamos a platicar. Ese día el huésped estaba preparando café y me invito una taza para conversar un rato con él; me platico que era actor en Hollywood, prefiero guardar su nombre, pero me dijo que había estado trabajando en la película de “El señor de los anillos”; después del café termine de hacer su limpieza y me dijo que le había agradado platicar con alguien, me dio las gracias y salí de la habitación.

More bellboy stories... from the other extreme of the Continent

Elliot is a bellboy at the Hilton Mexico City Reforma who is always smiling and looking for ways to assist when is needed. A guest in May wrote in SALT “Elliot was helpful, I needed to make a call and he helped me immediately lent me his own personal cell phone. He is the best Team Member that you have”. Also, Elliot has received in two months three Hilton Moments as a recognition of the excellent services that he delivered in a daily basis. 

Note: SALT stands for Satisfaction and Loyalty Tracking... It's Hilton's system for guest surveys that helps us monitoring our service and mantaining high standars of quality. If you are our guest you may receive it... We always aim for a 10!

Check out the rest of this post to read a heart moving story told by Elliot that looks like coming from a movie...

Les Clefs d'Or

Jaime Garcia (from the Hilton Mexico City Reforma) as a concierge takes care of each request from our guest with an outstanding quality standard. One of our guests from NY wrote at Tripadvisor “I had reached out to the hotel in advance of even reserving a room to get the concierge's help in getting me tickets to a local concert. We were helped by Jaime Garcia and he couldn't have been more helpful -- he got our tickets without a problem, he held them for a few months until our stay, and they were exactly what I expected when I got there”.

Spa Spirit!

The thirteen Team Members from the Spa at the Hilton Mexico City Reforma have been producing enormous numbers of Hilton Moments for each guest that they have the opportunity to serve. During the last two months they just reached 70 Hilton Moments that shows the excellent professionals that they are and of course how passionate they are about delight our guest. Some of the common comments that we received from our guest are: excellent service, fantastic relaxation, flexible handling time, outstanding technique, I will always recommend, the spirit  of service makes me clear that you understand the privilege that means to serve,  your service leave marks in my memory, kindness  and courtesy, great attitude.

Recognition Matters

Yaridis Miranda who performs as a breakfast busser/hostess, is always being praised for her great attitude and service commitment.   Yaridis gave voluntarily her Make a Difference medal to Juan Velazquez known as J.J. to recognize his leadership during the breakfast peak hours.  It is amazing to have someone that not only provides guest service but also cares to recognize the commitment of others.   

Work with us!

Regina, The casino Director saw a Hostess given a hug to a regular casino player as in show of moral support.  When he inquired of the situation she explained that the customer was checking on her accumulated points in kind of a sad manner.  Regina asked the client if everything was ok.  The outcome was that she lost her job recently.  Regina promoted to her the Hilton Job search site.  And she left feeling emotionally supported.  She had kept visiting the Casino and Regina keeps greeting her everything in a very personal way.

Special Team Members for Special guests...

Mayra Castillo  of the suitekeeper that most receives positive comment card.  Despite the fact the she has hearing impair she manages to communicate a very effective manner with her constant smiles and hard work.  Mayra is a constant inspiration for anyone that yet to work with her.   

Making someone's day...

Betty  Alvarado, Busser/Hostess- One day a guest arrived 10-15 minutes past breakfast  schedule asking for service.  Betty got him cereal from the storage and even got him “hot meal to go”.  At the time of delivery guest began to cry for no apparent reason.  Happened to be that he was a federal Agent who just identified the body of his dead friend, didn’t sleep the previous night and was very happy that somebody took care of his needs in such a sweet way.

Dealing with handicapped guests...

Jazmin Martinez, Busser/Hostess- She is a hostess that anytime a handicapped visitor arrives, she takes ownership and the initiative to provide them personalized service.  It is a pro-active desire that provides great support to these special guests.

Your safe with Jose!

Jose Rosado Banquet Set Up, in three different occasions he faced the situation where guests/visitors had medical emergencies.  Jose took immediate action because he is certified.  Usually he is the first one to arrive to the scene and if a co-worker is already there, he remains providing support to both guests and co-workers.

Hidden Treasure

One of the main reasons I decided to book at the Hilton Curacao was all the wonderful reviews I read in trip advisor . So, just after recently returning from my trip with my family, I´m writing my personal review. As a frequent traveler to many parts of the world, is the first time I feel doing so:

Service is what makes the difference...

Check out this guest review about Hilton Cancun and find out why he says that "What sets this place apart is the exemplary service!"

Just returned from a week at the Hilton Cancun ... having end-of-vacation-blues. What a fabulous place to stay! The views, grounds and location are perfect. They say when you arrive in Cancun - "welcome to Paradise". Well, the Hilton Cancun was just that! We stayed in the Villas with an oceanfront room. Absolutely, unbeatable. Can't imagine that someone would want anything else. We were literally steps away from the white sandy beach and warm turquoise water. Bathroom had a walk-in shower with a separate bath and the air conditioning worked great. Ok, I could go on and on but enough about the physical attributes.

Professionalism is the key

My family and I had a great time staying at the Hilton, which was recommended by three friends. Our room was very clean and the bed was very comfortable. Choices of food for the continental breakfast (included in our price) were decent, but what made it better was the service. We liked that the waiter often came to our table to offer tea and coffee. The free cocktails were also enjoyable, but again, the friendly and courteous gestures of the staff always get accolades in our book. Professionalism is key.

Unforgettable

Tuve la oportunidad de conocer el año pasado unos huéspedes repetitivos que llegaron al hotel y se hospedaron en las villas. Los frecuenté muy seguido debido a que siempre buscaban ayuda para ir al centro u otra actividades, durante ese tiempo pude asistirlos en todas sus necesidades, ya sea a la hora del desayuno, la hora del cóctel o durante el día, siempre me buscaban porque decían que era muy paciente y dedicado a mi trabajo siendo que cada vez que me preguntaban algo si no sabia la respuesta de alguna manera lo averiguaba y les respondía. Cuando se fueron, la señora se fue un poco triste porque llegue a tener una linda amistad con ellos y le dije que nunca los olvidaría, los sentí como si fueran mi familia, también me sentí triste.

Why we choose Hilton Cancun every year...

"My wife and I work extreme hours throughout the year and truly value our time off (as limited as it is). My family and I take one major vacation each year and for the past 7 or 8 years we have chosen your resort to spend quality time with our family. I cannot remember how we chose the Cancun Hilton originally (it had to do with Hilton Honors points), I do know why we continued to come back.

Bellboy Stories

Edson C. de Oliveira, one of the bellboys at the Hilton Morumbi accumulated many stories on his professional experience in hospitality. He even lent $10 to a guest who was in a hurry and didn't have enough money for a taxi!!

These are some of his stories:

First time in a hotel

 

I was just so excited to share with you a WOW moment that Vilma a colleague at the Hilton Barbados helped me create. This was done for a guest who had never stayed at a hotel before and had chosen to spend his first Anniversary with us. He hadn’t requested much, but I decided to make it special for him and his relatively new wife.

Lost Luggage

Two of our guests, had their luggage lost on the airline they flew. They asked many times at the concierge if we had any information about their suitcases. Unfortunately they didn’t arrive on the time and date they were supposed to arrived.



One of the suitcases had all the material they needed for a meeting next day at 7 am!. Being 10pm there was not much we could do, but calling the airline. They explained that they were retained by the customs, and that the guests could try going there to have them released. The guests were scared since they didn’t speak any Portuguese.

 That’s why, after my work shift, I went with them to the airport. We were able to explain the situation to the airline properly and I helped them filling all the forms. The suitcases were not released, but on the way back I helped them re scheduling all the meetings for the following day.

What Service means to me...

Franklin, a waiter at the Hilton Santo Domingo wants to share a beautiful story about why Service is always important.


He querido contar este hecho especial para mí y aprovecho esta oportunidad. Resulta que aproximadamente a mis 6 meses de trabajo en Hilton santo domingo, estaba de camarero en el piso.


Llego una pareja de esposos y como es un estándar, me les presente con mi nombre, ofreciendo mi asistencia y preguntando si deseaban algunas bebidas. Me ordenaron bebidas sin alcohol diciéndome que eran cristianos (y de hecho muy amables). Me cayeron súper bien porque habían memorizado mi nombre.

Exceeding Expectations

My wife and I would like to let you know that from the moment we walked into the lobby at The Condado Lagoon Villas at Caribe Hilton we were treated like royalty. Every one we had contact with on the property was very friendly and cordial. One person stood head and shoulders above the rest of the front desk staff. Her name was Alexandra.

90 days 24/7

Even our guests are writing to recognize the great team at the Hilton Curação:

I would like to take this tme to recognize a member of your team, ms. Lynn Fleming. There is not enough room on the Hilton Moments card to tell you what you probably already realize. That ms. Fleming has and is a very valuable member of your team. She has at time gone beyond what you would normally expect from Front Desk staff. Making reservations and assisting me in any requirements that came up during my stay. Ms. Fleming has the extrordinary ability to keep smiling and help when it appears that everything else is going wrong around her. Her ability to adjust to changes and requests while maintaining the "customer" first attitude is amazing.

First Class concierge

Prior to arriving, I contacted Kimberly about purchaising flowers and having them in our room on our arrival (as the reason for our trip was our anyversary). I was quoted a price from the bouquet near the hotel, but when I arrived Kimberly told me about the work she had done to getting flowers at lower cost. And the were BEAUTIFUL Flowers. She helped us deal with the airport about our damaged baggage. She basically just said " let me handle it", and we never had to do anyting. A couple of days later we had a different bag to replace ours. She had a bottle of wine and box of chocolates deliverd to our room one night in honor of our anniversary. Extremely sweet of her, my wife was very impressed. (She almost thought I had something to do with that one!) Each day she saw us she made an effort to say hello, talk, and ask us if we needed anything. We had an amazing experience and everyone on your staff, espacially Kimberly, was extremely nice and helpful. I believe she is an invaluable member of your staff.


Featured Team Member: Kimberly Richardson, Hilton Curação

Bikini Security

Coming up... Many great stories from Hilton Curação's dream team:

Rothney did something very special for a guest who had bought a bikini but realized when he got to the hotel that the security tag was still attached to it.

For better, or for worse...

Some times, the WOW moments happen behind the scenes... but they have a profound impact in our team members’ satisfaction… and that also affects out guest perception.







Last year, Reginaldo (engineering) called saying that his mother was very sick, and that she lived very far in the north of the country. He was crying because he had no money to see her.




I told him to stay calmed and that I was going to help him. I called all the airlines to find out what was the price of the ticket. Reginaldo couldn’t pay cash at that time, so I asked Cícero to lend me his credit card to make the payment in monthly installments.

Meet Carlos

Here's Carlos Soto, one of the banquet team members at the Embassy Suites in Puerto Rico.
He's answering an important question: What is Servie 24/7 for you?

A helping hug...

Hola mi nombre es Heidy Ortiz soy Supervisora del Dpto. de Reservaciones del Hotel Hilton Santo Domingo, durante 5 años y medio he formado parte de esta gran Familia Hiltoniana.

El pasado Lunes 9 de Agosto 2010 antes de salir de la oficina recibí una llamada de una huésped llorando desconsoladamente, desesperada y muy asustada; me explica que tiene una reserva en el hotel, pero que ha sido atracada de camino al mismo, que ha sido golpeada, y despojada de todas sus pertenencias.

Our guests say...

Here's a letter That Hector Concari, General Manager of the Hilton Santo Domingo received...
** We've edited the letter to protect the identity of the guest**

Dear Mr. Concari,

I am writing you this afternoon to say “FELICIDADES.” While I do not check out until tomorrow, Saturday, July 24 (room #2009), I would like to communicate to you my comments regarding my stay, your staff, and the event held in your hotel today.

Let me begin by speaking of the property in general. I am a HHonors member and stay at many Hilton family properties for business travel. As of this week, I can confidently say that this property is among the VERY BEST I have ever stayed at. The property has been maintained spotlessly, the service has been excellent, the location is convenient for my business purposes and the overall attention to detail is impressive.

Share love.... with music!

We usually say that our department (Reservations) is responsible for the first impression that our guests have of the hotel. To sell the intangible it’s important to create expectations of a memorable stay and make them happen. That’s why we need to hear and understand not only the basic needs of our guests, but also discovering their preferences and wishes.



That’s what happened in April 2010, when an executive of a global corporation called us to spend with us his last weekend in Brasil after living in São Paulo with his family.

Spanglish

Albina, one of the housekeepers at the Hilton Mexico City Reforma is sending us this story about the universal language of the smile:


Un día en la habitación 2318 la huésped tenía un puerquito de peluche y un osito con los que dormía todos los días, ella dice que eran sus peluches favoritos. Todos los días los ponía en el buró y yo se los cambiaba de lugar y ella me decía en ingles y a señas que sus peluches no iban en la cama....


Remember you can use the google translation tool on the right side of the page!!!

Team Spirit for a Good Cause

We want to share this nice story that the El San Juan Hotel & Casino, Waldorf Astoria Collection sent us.
It's not participating in the contest since it involves many team members and departments, but it's a great example of what Service 24/7 is about:


“Invictus” has nothing on El San Juan


After over a year of changes, turmoil and expectations left wanting, The El San Juan more than just been the underdog came from nowhere to unite not just a team but a hotel and walked away with the “2010 Copa Turismo” Champions Trophy with a perfect 7- 0 record.

All started a month ago we had never thought about the possibility of creating a team of hotel and concessionaire employees to compete on an Island wide Basketball Tournament to collect funds for the “Fundacion de Becas” of the PR Hotel and Tourism Association.

Towel Love

Maria Rosario-Suitekeeper at the Embassy Suites San Juan, took the initiative to create towels’ figures. She even taught her coworkers the new techniques. Many compliments have been received, thanks to this great extra touch.

Viva Mexico III

Meet Francisco Nolasco (Securitiy)....


Quien ha sido merecedor del Supervisor del Trimestre por siempre tener una actitud positiva, disposición a ayudar, se anticipa a las necesidades de los clientes, es preciso en la toma de decisiones. Se ocupa de la formación y el desarrollo de todos los que forman parte de su equipo así como del cumplimiento de los estándares de Hilton.

Francisco was elected as Supervisor of the quarter for his team members and colleagues because he is always with a positive attitude, he is available to help and support everyone who needs him, also permanently he is looking for ways to anticipate guest needs before even has been expressed. He is accurate when a taking a decision is necessary step in order to give quickly answers to a situation. Francisco enjoys training and develops his team and makes them aware about how important brand standards are for a success operation in their department.

Viva Mexico II

Meet Omar David Tapia (Engineering)


Quién ha sido merecedor del Premio Miembro de Equipo del Mes por su dedicación, esfuerzo, creatividad y disposición en su trabajo diario. Evidenciado especialmente en los trabajos efectuados en las instalaciones de la Sala de Capacitación y la Sala de Descanso donde se recuperaron materiales de desecho y se reciclaron incorporándolos al mobiliario en ambas instalaciones.

Omar is carpenter; he works with dedication and creativity in his daily duties. He worked in the remodeling process of the Relax and Training Room just with recycling furniture’s and materials showing once again his creativity and inventiveness in maximize the utility and reduce cost in his work.

Viva Mexico I

Today, we are still caught by the Bicentennial spirit, so we want you to meet some of the Team Members that make Hilton Mexico City Reforma the first choice for travelers to Mexico City.


Luis Angel Salcedo Maya


Quién ha sido merecedor del Premio Miembro de Equipo del Mes por su entrega, disposición a colaborar, sencillez, su actitud siempre positiva, sonriente, calidad y estándares aplicados durante el servicio y por preocuparse por crecimiento, desarrollo y superación de sus compañeros de trabajo.


Luis Angel speaks fluently five languages and he took the initiative to teach his colleagues at the Spa basic expression in English and French in order to give them those tools for the interaction with a guest. Also he is always open to help his coworkers with their duties and to propose difference and better ways to service the guest and to get more revenue in the Gym and Spa Operation.

Like the stories on the blog? Now meet us!!

We want to receive you and treat you like a king! That's why Conrad Hilton and the Team Members of the hotels in Latin America and the Caribbean got together to sing this beautiful song... it's a special party just for you!

Basic human principles: Helping others

Mi nombres es Cesar y trabajo en el hotel Hilton México City Reforma en el departamento de seguridad, deseo contarles otra historia de servicio....

(My name is Cesar, I'm a security officer at the Hilton Mexico City Reforma and I want to tell you another service story...)



** Remember that you can use the Google translator on the right side of the page to read these stories in any language.

Elevator crisis

In April 2010 we had an outside catering service to the neighbor towers in our complex. There was a particular day when all the elevators stopped and the meeting was on the 31st floor. They needed a coffee break for 15 people.

Paciencia, Comprensión y Empatía

Todo empezó en una actividad realizada en el hotel Santo Domingo Hilton. La encargada de la actividad estaba totalmente renuente en pagar una parte porque se reflejaba un cargo que en el BEO no existía y estaba reflejado en la factura de cobro.

A simple vista ella tenía razón. Ya había pasado alrededor de una semana lo cual se comunicaban con la señora. Sin resultado algunos, la Supervisora de Front Officeme llama a mi ext. y me dice: - “a ver Iván Rodriguez, tengo un caso con una señora. Ella está bastante incómoda y por un cargo que aparece en su factura tu podrí as ayudarme con esta persona, conversa con ella, que yo le diré a la Encargada de Banquetes para dar por concluido este problemita”.

Puertorrican Flag!

A guest at Embassy Suites San Juan Hotel & Casino mentioned to Jonathan one of our La Placita member’s, that she wanted to buy a puertorrican flag but couldn’t find it. Jonathan Ramos took the initiative to go out during his break period and not only bought it but also was willing to give as a “gift” to this guest, to show her our Hospitality.

Professionalism

Here's another review from one of our past guests:

We are again writing to you on behalf of Mr. Blade de la Rosa, your Manager on Duty. We returned to your hotel to vacation on December 27th and stayed through December 31st, 2009, due in no small way to the service and consideration that we received from Blade on a previous occasion.

We were waiting at the front desk to be assigned a room when Blade recognized us, warmly greeted us and proceeded to finalize our room assignment. Blade arranged for us to experience rooms in the new Lagoon Villas. In addition, he made the same arrangement for another party, who were our traveling companions.

Hilton's modern-times Cinderella

A certain beautiful night, at the Sol & Sombra restaurant, 2 guests who were the coordinators of a large event that took a whole week, went to have dinner saying that they were too tired. I noticed she limped. I’ve overheard a conversation among them saying that her feet were hurting and she’d give everything for a slipper.



I asked quickly Marco Antonio, one of our servers to go to Lodging service to get a pair of slippers. When he got back we put them on the tray, went to the table…

Empathy

The modern world is unpredictable... Imagine how much more unpredictable is the hotel business, since we are working with people all the time: Every person is different, and even the same person is different every day! It's key for our team members to create empathy with our guests to be able to solve any problem. Understanding that we are all human beings and not losing the high spirit (and our big smile) is the key!

This story comes from the Hilton Santo Domingo:


Me encontraba en el Akwa Bar reparando la máquina para lavar copas. Sentí olor a quemado yo pensé que era la máquina pero, al revisarla me di cuenta que el olor no provenía de allí sino de una huésped. La señora estaba en la barra fumando un cigarrillo. No se percató que tenía el cigarrillo cerca al cabello y que se le estaba quemando.

Meet Iris!

Sometimes it's not just a single action... sometimes it's a person who works hard every day leaving an imprint in someone's life. We don't want to leave them out of our blog... here is one of them. Iris, from the Embassy Suites El San Juan Hotel & Casino.


Iris Marques /Front Office Person, a guest was inquiring instruction and direction and how to get to the Department of State to get some important blank forms that he needed. Iris offered to get them the next day taking advantage that she was off. The next working date she brought the import forms and the guest was able to complete his personal affairs.

Meet Teresa

Meet Teresa Rivera Marquez from the Housekeeping department... many team members wanted us to mention her!


Ha sido merecedora del Premio Miembro de Equipo del Mes por su contribución a todos los departamentos más allá de las obligaciones de su área y hacer feliz a todos los que tenemos la fortuna de trabajar a su lado manteniendo una actitud positiva en todo momento.


Teresa is 58 years old and she comes to work every day with a unique enthusiasm, spirit, passion and energy. She has been contributing with all departments beyond her duties as Public Area attendant. She makes feel happy everyone who has the fortune to be in touch with her daily.


 
If you are lucky enough to visit Hilton Mexico City Reforma you may find Teresa in one of the corridors. Give her a warm smile and let her make your day happier!

Taxi Service

This is a great example of Service 24/7 in Hilton Curacao.

Kimberly gave a VIP guest her business card for any emergency and one night it happened. One couple could not get a taxi… so they called her on her cellular at 3:30am… OMG! She woke up her husband to go and pick them up. The guests were as happy as a lamb!

Awesome & Fantastic Team Members

This is a story from Doubletree Puntarenas in Costa Rica.
An excellent combination for a honeymoon:
great service and a wonderful location.

Ana the "Hilton Honors" Manager was AWESOME!!!! This was my wife and I's honeymoon (and my first time out of the country U.S.), and she made our stay very comfortable. She made us feel like V.I.P.'s!! She was very welcoming with any request we had. Also, Jessica from the Travel desk was FANTASTIC!!!! She was very helpful with any trips we wanted to do and even told me not to stand in the regular check-in line once I got there (since I'm a Hilton Honors member). I was very impressed by her willingness to help us. These two made our stay very comfortable. Because since they both speak English very well, and we don't speak Spanish at all, we always knew that Ana and Jessica would be there if we needed help. Perfect Honeymoon in Costa Rica; thanks to Jessica and Ana!!

Brazilian t-shirt!

Your staff is the differential in Hilton. During all my stays this year in Hilton Curacao (3 in total) I had the opportunity to meet very special people. Specially Kimberly, Derick and Gabriela, they really know how to make a difference on the guests stays. Just to give you an example, during one of the World Cup matches I was talking to Kimberly and during this conversation I said to her that I had forgotten my Brazilian shirt at home, she promptly offered me hers and brought it to me on the other day.

Exemplary Service!

Just returned from a week at the Hilton Cancun ... having end-of-vacation-blues. What a fabulous place to stay! The views, grounds and location are perfect. They say when you arrive in Cancun - "welcome to Paradise". Well, the Hilton Cancun was just that! We stayed in the Villas with an oceanfront room. Absolutely, unbeatable. Can't imagine that someone would want anything else. We were literally steps away from the white sandy beach and warm turquoise water. Bathroom had a walk-in shower with a separate bath and the air conditioning worked great. Ok, I could go on and on but enough about the physical attributes.

Just a word about the ambiance. The resort was relaxing and quiet without being boring. I suppose if you in your late teens or 20s you may want a more hopping, loud pool or night club scene. (You can find this downtown). If you are looking for sun and beautiful grounds (green lawns, palm trees, waterfalls, streams and large white sandy beach) look no farther. Now to the people..

The last flight

Whenever possible, we try to respect the original language in which the story was written. That is the case of this amazing story (with a great reward) that comes from the Room Service team members at the Hilton Mexico City Reforma. Feel free to use the Google translator on the right bar, or just enjoy the pictures, that speak for themselves....

La Semilla Germina (The seed that grows)

Por el hecho de haber considerado a Hilton México City Reforma como primera opción pasan a formar parte de nuestra gran responsabilidad hospitalaria que los Miembros de Equipo aceptan con orgullo y alegría.

La Historia (The Story)

En una breve charla sostenida con la sobrecargo Sophie Barranchine por más de dos o tres minutos nos hicimos del conocimiento de que el Capitán Patrice Bayoud había realizado su último vuelo Paris - México como Capitán del Boeing 777 de Air France y regresando a Francia como un Pasajero más;

A share of greatness... Non human guests!

How would you feel if one day you wake up and you find yourself homeless? You will probably feel hungry and thirsty. But most importantly, you will feel lost, sad and depressed knowing that you have nobody to count on.

That is the way we found Eli at the Ocean Suite at the El San Juan Hotel & Casino, The Waldorf Astoria Collection. She was sick and thirsty, lying alone, trying to find a shelter to protect herself.

Shrek Chimichangas

I would like to report a team member that created a beautiful and magical Hilton moment for a family that was vacationing at the Hilton in Cancun.

Approximately at 9AM, Paola from the front desk came to see me to report a guest complaint. A guest was complaining about the fact that our pool was green and that he was not going to allow his 3 children to go into the pool (at that time, we were in the process of cleaning our pool).

Commandment number 1: Never say NO

My name is Cesar and I work at the Security Department at the Hilton Mexico City Reforma. I want to tell you a service story that happened on my beautiful hotel.

In July I was assigned to the lobby area, where, next to the main door, we have our lobby bar (they are the experts in national and international cocktails).


An upset guest with two other people approached me, and asked "Why is the lobby bar closed?". He mentioned that they wanted to discuss some stressful business issues with his partners, and that he couldn't wait one hour till the bar opened.

Sunburnt!

At the Hilton Barbados, nature (and our Team Members) have all the solutions...

We call it the SALT walk. It was on this tour of duty that Jocelyn met Lana Yamnizki. Here’s the story.

Scheduled team members meet at 3 pm during the week with the Manager on Duty, and are assigned to an area of the hotel to interact with the guests. This is done to find out how the stay is going, and if there’s anything to improve their stay. Jocelyn was assigned to the Executive Lounge.

The Proposal

This is our first story! Coming from the Hilton Morumbi, in São Paulo Brazil... we have the team of the Canvas Restaurant sharing with us this special moment:

A couple of saturdays ago one of our guests at the Canvas Restaurant wanted to propose to his girlfriend. André gave him the idea of proposing on the swimming pool area, which is located on the 28th floor, with a huge glass wall overlooking the famous and beautiful Estaiada Bridge.